Transformation Lead: End to End Servicing Journeys
The Transformation Lead (EOII) is accountable for reimagining and delivering end-to-end customer servicing journeys that are simpler, faster, and more seamless. This role helps define journey vision, strategy, and priorities while driving measurable customer, operational, and financial outcomes. The EOII partners across the organization to accelerate transformation efforts, improve servicing experiences, and maximize customer and business value.
The EOII operates with a customer-first and digital-first mindset, leveraging process redesign, automation, advanced analytics, and AI-enabled capabilities to reduce friction, increase self-service adoption, improve operational efficiency, and deliver meaningful business impact. This individual combines product management, strategy, banking servicing operations experience, and structured problem solving to identify high-value opportunities, influence stakeholders, and drive execution in a complex and highly matrixed environment. This is a highly visible role requiring strong leadership, organizational skills, and the ability to build alignment across diverse stakeholder groups.
What You'll Do
Define and drive the vision, roadmap, OKRs (Objectives and Key Results), and outcomes for assigned servicing journeys
Define future-state servicing experiences that improve customer satisfaction, reduce effort, increase digital adoption, and drive operational efficiency
Identify and prioritize the highest-value customer, business, and operational opportunities using customer insights, analytics, and stakeholder input
Develop business cases, transformation roadmaps, milestone plans, and success metrics to support journey objectives
Lead end-to-end journey transformation efforts, coordinating execution across business, operations, technology, data, and support teams
Drive servicing digitization, automation, self-service adoption, and AI-enabled experience improvements
Must Have
8+ years of experience in product management, strategy, consulting, digital transformation, customer experience, business transformation, banking operations, process improvement, or related disciplines
Experience owning or leading end-to-end products, customer journeys, servicing experiences, or large-scale transformation initiatives
Demonstrated ability to define vision, strategy, roadmaps, business cases, and measurable outcomes
Experience working within banking servicing operations, including contact centers, business operations, branch servicing, digital servicing, or related operational environments
Strong structured problem-solving skills with the ability to break down complex and ambiguous challenges into actionable solutions
Nice to Have
Experience in retail banking, consumer banking, or financial services servicing environments
Experience applying automation, AI, Generative AI, conversational AI, or workflow technologies to customer servicing or operational processes
Background in strategy consulting, operating model transformation, or enterprise transformation programs
Role Logistics
Hours: 40 hours per week
Schedule: Monday-Friday
Work Model: Hybrid, four days per week onsite at a Citizens corporate office
Office location options: Johnston, RI preferred. Alternatively: MA (Boston, Medford, Westwood); NJ (Short Hills, Mt Laurel; Spring Lake Heights); OH (Cleveland, Toledo); PA (Harrisburg, Philadelphia); VA (Glen Allen)
Pay Transparency
The base salary range for this position is $160,000 to $185,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.
We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits
#LinkedIn-Citizens1
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.
Equal Employment and Opportunity Employer
Job Applicant Data Privacy Policy
Background Check
Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.
Citizens Boston, Massachusetts, USA Office
28 State St, Boston, MA, United States, 02109
Citizens Dedham, Massachusetts, USA Office
Dedham, United States
Citizens Westwood, Massachusetts, USA Office
Westwood, United States
Similar Jobs
What you need to know about the Boston Tech Scene
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
